GUIDELINES FOR RESPONDING TO A NEGATIVE REVIEW



Why respond to a negative review?



Has your hotel received a negative review?

There is no need to panic or get angry. Sometimes, in the face of criticism, it's easy to react negatively, but it's the wrong thing to do.

So what should you do?

Don't ignore the review. If you do, you are only showing that you care little about your guests. If you have done your job well, a criticism will not hurt your hotel's image.

Reread the review calmly and respond to the unsatisfied customer, turning a potential problem into an advantage for your company, in terms of visibility and image.

Don't be passive!

To respond, use the Management Response Form linked to each review.

Compared to other review portals that publish everything without warning, Nozio offers registered hotels the advantage of previewing the negative review in the Control Panel (MyNozio) to be able to formulate a suitable response and publish it on the site along with the review. If you have received a negative review, you actually have seven days to write your response, after which both will be visible to all users on Nozio.

If you don't reply within seven days, keep in mind that you will still be able to do it later, when the review has already been published, using the same form.



How to respond to a negative review


Here are the four “golden rules” to follow in order to reply adequately and professionally to a negative review.


1) Apologize

The worst criticism can be hard to digest, especially if it is unfounded and unjust.

Responding by pointing out errors on the part of the traveler is a counterproductive mistake.

Instead, try to apologize for the problem. This will be seen as paying attention to, and taking care of, the guest.


2) Provide clear, honest and polite explanations and try to understand the guest's complaint

What went wrong?

Answer honestly, without looking for excuses that aren't believable. However, don't favor the guest too much.

Clarify your position with training and measure. The guest will notice your professionalism and desire for continual improvement.


3) Pay attention to the writing style

Don't say too much or too little.

Don't use a tone that is too colloquial, nor too technical. The person who reads it should understand it without much effort. Immediacy and comprehensibility are the requirements for a good response.


4) Try to recover your relationship with the unsatisfied guest and, if possible, gain their trust back


Turn a negative review into an opportunity to improve your visibility and image.

Try to save your relationship with the unsatisfied guest by suggesting that they return and see the improvements that have been made since the review.